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What if there is a problem with my purchase?
Exchange: Garments can be exchanged within 21 days assuming they are in a saleable condition.
Refund: Garments can be refunded within 21 days with the original receipt if they are in a saleable condition.
Change of Mind: Garments can be exchanged within 21 days if you change your mind so long as they’re unworn, in a saleable condition, with the original receipt.

Faulty: Faulty garments can be returned to us for repair or exchange.

I have made a purchase online and want to exchange it, how do I do this?
Garments which are eligible for exchange (see criteria below) can be exchanged at our Utiku store, or returned to this address:

The Wool Company
PO Box 18
Taihape 4742
New Zealand

Unworn and saleable merchandise may be returned within 21 days of purchase for an exchange, store credit or refund in the form of original payment, provided it has all the original tags attached. Merchandise without swing tags attached may not be returned and refunded but may be exchanged with another garment or a store credit.

Any garments returned for exchange or refund are returned at the purchasers expense - that is, the customer pays for the courier or postage back to The Wool Company. The Wool Company will cover the cost of returning exchanged garments to the original purchaser (excludes yarn). Exchanges of yarn will incur the standard $7.00 postage charge, or the applicable international freight charge. We cannot refund courier or postage costs unless the item is faulty.
Worn, damaged or altered merchandise may not be exchanged, returned or refunded.

Will my refund include shipping charges?
Unfortunately, we cannot refund shipping charges - refunds can only be given on The Wool Company product.
What currency will I be charged in?
All orders are charged in New Zealand dollars, so there maybe a small difference in the price shown online and the price charged due to bank conversion rates.
How can I pay for my online order?
Online orders can only be paid using credit card or paypal. The Wool Company accept Visa, Mastercard and American Express.
If I am ordering from outside of New Zealand will I have to pay tax on my parcel?
New Zealand has a free trade agreement with Australia, so parcels being delivered to Australia should not incur any charges. Other countries often do random checks on parcels and if you are unlucky you may need to pay a percentage of the value of your purchase as a tax to your government. Any customs charges or sales taxes upon entry to your country are excluded from our prices. If you are concerned, it may be wise to check your countries policy on imports before ordering.
Is it safe to buy online with my credit card?
We use the highest level of online security to ensure that online shopping with your credit card is safe.
How do I cancel my web shop order?
Please Contact Us or ring The Wool Company on 0800 60 70 10 immediately to cancel your web shop order.